Service Desk Team Lead

ServiceTec

Service Desk Team Lead managing daily remote operations for US IT systems. Responsible for team oversight, support, and ensuring service goals are met consistently.

Posted 6/25/2026full-timeRemote • Virginia • 🇺🇸 United StatesSenior💰 $65,000 - $70,000 per yearWebsite

About the role

Key responsibilities & impact

Oversee call center operations, including incident management, quality assurance, and tier escalation for all supported channels such as phone, email, chat, and self-service.
Monitor Service Desk request trends and produce analytical reports.
Deliver first-tier technical support and collaborate with the VP, US Operations to organize and maintain the U.S. Service Desk operational schedule.
Maintain constant availability to address urgent matters as they arise.
Lead staff development through coaching, mentoring, and training sessions.
Direct the creation and management of training policies and procedures for Service Desk personnel.
Fill in for shifts as needed to cover for team absences due to illness or scheduled leave.
Uphold and champion the ServiceTec 'culture of service' in all professional interactions.

Requirements

What you’ll need

College diploma or university degree in the field of Computer Science, Information Technology, or related field
3-5 years equivalent work experience
Proven experience with ticketing applications and providing level 1 or 2 support to a large business or organization (1000+ employees)
Experience working in airports is preferred, but not a requirement
Knowledge/Certification in the following systems is advantageous: Server/domain controller/storage array systems, Desktops and PC hardware, Installing/configuring printers, Microsoft Operating Systems
Certified in at least of the following areas: A+, Net+, or Security+, or equivalent as deemed acceptable by ServiceTec
ITIL Foundations training/qualifications advantageous
PCI DSS Compliance certification preferred

Benefits

Comp & perks

Excellent healthcare benefits: Medical and Dental
401K including an employer match
Paid time-off and sickness leave
Paid Military Leave

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

incident managementquality assuranceticketing applicationslevel 1 supportlevel 2 supportServer systemsdomain controller systemsstorage array systemsMicrosoft Operating SystemsPC hardware

Soft Skills

coachingmentoringtrainingleadershipcommunicationproblem-solvingavailabilityorganizational skillscollaborationcustomer service

Certifications

A+Net+Security+ITIL FoundationsPCI DSS Compliance